Complaints

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• Initial Complaint

  Date:11/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a signed contract for them to come out and do some vent work on our home. When they sent the furnace out, they sent out the wrong plenum. **** said to make one out of rubber in their shop and now my duct work is sagging. They also were to duct work in the attic and
  re-insulate the round duct work and install square vents. They came out with
  rectangle vents which I refused because that is not what the agreement was. Now they are upset that I am not happy with the rectangle vents but it will not work in my home. I left multiple messages for ***** the owner and have not returned calls. I spoke to **** who said I can either be happy with what they have there currently or basically I am not getting anything else.

  Business Response

  Date: 11/09/2022

  We have a signed proposal for the described work not a binding contract, and I have attached a copy of what was signed. We have completed the equipment installation and the remainder of the work (hard pipe and insulate 1 run to bedroom and change (11) round grilles to square) was to be completed when the weather permitted since it was in the attic. The customer had called a few times asking when the remainder of the work could be completed. I scheduled the work for the week of Oct. 10th. Prior to that I had **** go out to the site and measure what boots and grilles we needed to cover the existing holes. He did that and I ordered in the non-stock items and revived them prior to the 10th. I sent 2 install techs out on the week of the 10th as promised and shortly afterwards one of my techs called and said the "boots and grilles were not what the customer wanted, and he wanted the job done right not half assed" I told them to leave and said there's nothing I could do because anything else would be special ordered and take several weeks or months to get. I could not discuss this with **** because he was on vacation at the time. according to **** and my install tech what we had would work just fine.

  As far as the rubber plenum that is not the case. There is in fact a flex connector that was used that we use on 99% of our jobs. This is in place to reduce vibration and expansion it was not measured incorrectly. The duct is sagging because the hangers were nailed up not fastened properly when the original installation was done.

  The real reason I refused to call them back is the fact that prior to even doing the installation ****** ****** was belligerent with one of the owners and cussed her out over the phone over a service call. That owner is my wife so I decided it would be best if I was not involved in this situation. He did later call back and apologize saying he had a bad day.

  He has been belligerent with **** on several occasions and also with other members of my staff. He has stated that we don't know what we are doing directly and indirectly to the salesman **** and my install tech.

  I do not have time to argue with someone that disrespects my employees as ****** has. We have not charged him for the work and materials that we did not provide, and I feel like this is not going to be able to be resolved due to his belligerent and aggressive actions and comments towards us.  

  Customer Answer

  Date: 11/10/2022

  Complaint: ********
  
  I am rejecting this response because: I agree that we have disagreements in regards to this job. However, the majority of the disagreements stemmed from interactions with **** in which we were told one thing, and he didn't follow through on his end with proper material. I also disagree with having any kind of attitude with the installers. It has never been an issue with the installers themselves. They have even agreed with me, on more than one occasion, that they would not accept material that was incorrect, and that the rectangle vents that were sent out would not work in all of the areas they needed to be replaced due to the way our lights are in our home. It was necessary to have square vents, which was agreed upon and is in writing, to work in the layout of our home. I was also told, by the installers on more than one occasion and in regards to having incorrect material, that "This happens all the time ". 

  At this time, I agree we need to part ways. The working relationship between myself and **** is not worth anymore of either's time.

  I would like to request a final invoice showing a zero dollar balance for the work that has been performed and paid for up to this point. Included on the invoice, I would also like confirmation of the warranty we were quoted, which is a

  Lifetime Heat Exchanger, 10 Year Parts, & 1 Year Labor Warranty.  Should any warranty work need to be done, I agree we should work amicably to get the work completed. 

  The finalized invoice and warranty information may be mailed to my home address, or emailed to me. 
  
  Sincerely,  ****** ******